This paper presents a discourse for embedding the new discipline of service science. It argues fo... more This paper presents a discourse for embedding the new discipline of service science. It argues for service science to be free of the paradigmatic research influences of existing disciplines and propose service science as an integrative discipline of engineering, technological and, social sciences (including business and law) for the purpose of value co-creation with customers, much like medicine is an integrative discipline of physical and biological sciences for the purpose of healing. The paper proposes a research agenda for service science and considers five salient issues for knowledge production. It locates the argument for service science knowledge production alongside disciplinary knowledge of service and in so doing, suggests that service science is not a logical development within any discipline and proposes that the time is right for it to emerge into a discipline of its own.
Two outcome-based defence contracts are studied in the attempt to better understand the provision... more Two outcome-based defence contracts are studied in the attempt to better understand the provision of services in maintenance, repair and overhaul (MRO) environment that is contracted on the outcome of the equipment, rather than the provision of equipment. The nature of the contract changes the dynamics of the delivery, bringing complex issues such as customer behaviours and involvement to the forefront, with both customer and firm focused on value co-creation and co-production, rather than each party’s contractual obligation. We uncover four areas that are crucial in the understanding of value coproduction in service delivery and analysed them through a systems approach combined with the application of the service-dominant logic, both considered as the theoretical underpinnings of service science.
This paper discusses the delivery of value in complex engineering service systems. Through a revi... more This paper discusses the delivery of value in complex engineering service systems. Through a review of the philosophical, axiological and economic foundations of value, this paper axiomatically proposes value to be a naturally occurring property, phenomenologically determined entirely by the perceiver(s) ‘in-use’ (i.e. in experience). In the investigation of how such a conceptualisation of value should be delivered, service management literature on the delivery of value is also reviewed. Based on these discussions the paper proposes five conceptual foundations for an integrated approach to value co-creation in complex engineering service systems; (1) A perfect system for the co-creation of usevalue makes endogenous all co-creators use-value; (2) A service system of co-creating endogenous use-values must recognise the multiple states (context) of use (experience) which may not yield consistent beneficial outcome for the co-creator whose use value is contextual; (3) A system of cocreating endogenous use-values must take a systems approach; (4) Use value in contexts (customer variety) could be absorbed or attenuated by any of the co-creators of value and (5) a service system of co-creating use-values must acknowledge the transformative nature of co-creation on individuals resulting from the interactions within the system. In so doing, this paper contributes to foundational knowledge for the design and delivery of value propositions for co-creating use-value in service systems.
This paper contributes to the emerging discipline of service science through an empirical investi... more This paper contributes to the emerging discipline of service science through an empirical investigation of value propositions as connections between service systems. The starting point for our research is that service science is an interdisciplinary approach to the study, design, and implementation of service systems, a service system being considered a dynamic configuration of resources (people, technology, organisations and shared information) that create and deliver value between the provider and the customer through service (IfM and IBM, 2008). Specifically, this paper investigates value propositions in the context of equipment-based service systems. Our qualitative findings identify three value proposition cycles; Recovery, Availability and Outcome. In so doing, showing that provider’s offer three distinct propositions of value with three different primary transformations. This research contributes to theory in service systems by identifying value propositions as multiple, simultaneous and iterative connections between provider and customer systems.
Abstract Submission for the Service Operations Management Forum: Fifth International Workshop, EU... more Abstract Submission for the Service Operations Management Forum: Fifth International Workshop, EUROMA/Cambridge Service Week 2012
Demand chain management theory: constraints and development from global aerospace supply webs
Journal of Operations Management, 2002
This paper develops an empirical and theoretical approach to where strategic capabilities should ... more This paper develops an empirical and theoretical approach to where strategic capabilities should lie within global aerospace supply chains. Theory from transaction cost economics (TCE) and the resource-based view (RBV) of the firm are applied to the aerospace sector and used ...
Frameworks for Understanding Business Process Re-engineering
International Journal of Operations & Production Management, 1994
... J. Bennett, University of Plymouth, UK. Abstract. ... Top-down restructuring: In this case th... more ... J. Bennett, University of Plymouth, UK. Abstract. ... Top-down restructuring: In this case the firm uses the process concept to superimpose horizontal work flows upon a functionally oriented ... However there remain a substantial number of key issues facing researchers in the BPR field. ...
International Journal of Operations & Production Management, 1995
Presents the results of empirical research into issues faced by 25 companies undertaking business... more Presents the results of empirical research into issues faced by 25 companies undertaking business process re-engineering (BPR) programmes. The research team sought to understand the BPR phenomenon through visits to 21 leading practitioners and four in-depth case studies. ...
International Journal of Operations & Production Management, 2003
This paper addresses the implementation of Business Process Re-engineering programmes in 33 publi... more This paper addresses the implementation of Business Process Re-engineering programmes in 33 public and private organisations wishing to improve performance. By reviewing the existing literature, the research presented here began by identifying 10 dimensions along which BPR projects might be measured. This research then uses these dimensions to investigate two research questions Firstly, it examines the relationships between these ten dimensions to reveal whether or not configurational approaches to BPR programme exist. Secondly, it examines the relationship between these ten dimensions and the maturity of a BPR implementation. The paper uses factor analysis based on quantitative data to address these questions. The factor analysis identified three independent aspects of BPR implementation: strategy, process and cost. We then used these terms in labelling three characteristic approaches, Strategic BPR, Process focussed BPR and Cost focussed BPR. To investigate causality we re-visited seven of the original organisations which had been in the early stages of implementation.
International Journal of Operations & Production Management, 2001
This paper has two main sections. The first section presents the theoretical underpinnings for th... more This paper has two main sections. The first section presents the theoretical underpinnings for the devlopment of a cultural analysis model that companies should undertake prior to embarking on a TQM programme. The PCOC model, (Personal, Customer orientation, Organisational and Cultural issues) ) which is derived from the Hofstede approach to cultural analysis, was used to determine whether the development of a questionnaire to measure the culture and the organisational environment could be achieved. The model also provides an organisational climate analysis which can then be compared with results from the cultural analysis. The paper describes a seven step approach whereby companies can operationalise the PCOC model to their organisation. The second section of the paper presents the findings from the use of an organisational culture assessment model, PCOC, within four Financial Services Organisations (FSOs). The returns for each of the FSOs was analysed against the returns for the four organisations as a whole. The results for each FSO are presented seperately. The major issues for each FSO are drawn out using a "t" test to analyse the differences for the FSOs as a whole.
his research develops a longitudinal study that builds upon previous findings that operations per... more his research develops a longitudinal study that builds upon previous findings that operations performance of service delivery can positively affect customer satisfaction, further extending this verdict to point out operations performance as a direct determinant of customer loyalty. Path Analysis is used as a methodological framework. This paper reports the findings of an empirical research conducted in a large telecommunications company operating in the UK. Regarding operations performance impact on customer loyalty, the research findings support the conclusion that while operations speed may help to acquire customers, it is the operations dependability that more strongly drives customer loyalty in the long term.
This paper contributes to the emerging discipline of service science through an empirical investi... more This paper contributes to the emerging discipline of service science through an empirical investigation of value propositions as connections between service systems. The starting point for our research is that service science is an interdisciplinary approach to the study, design, and implementation of service systems, a service system being considered a dynamic configuration of resources (people, technology, organisations and shared information) that create and deliver value between the provider and the customer through service (IfM and IBM, 2008). Specifically, this paper investigates value propositions in the context of equipment-based service systems. Our qualitative findings identify three value proposition cycles; Recovery, Availability and Outcome. In so doing, showing that provider's offer three distinct propositions of value with three different primary transformations. This research contributes to theory in service systems by identifying value propositions as multiple, simultaneous and iterative connections between provider and customer systems.
To extend the conceptual model of a service system presented by Godsiff. . The model based on Ash... more To extend the conceptual model of a service system presented by Godsiff. . The model based on Ashby" s Law of Requisite Variety (1964) suggests a number of possible sources of variety including, the value proposition, the customer and producer inputs and the customer and producer outcomes. Frei proposes two strategies for managing variability, accommodation often provided by employees managing the variations presented by the customers and variety reduction through the value proposition. . This paper explores both the types of variability and the strategies adopted to manage variability through the analysis of a case study based on a commercial laundry.
A SOFT SYSTEMS APPROACH TO MANUFACTURING REDESIGN Mr Adam Weaver, Dr Roger Maull, Dr Stephen Chil... more A SOFT SYSTEMS APPROACH TO MANUFACTURING REDESIGN Mr Adam Weaver, Dr Roger Maull, Dr Stephen Childe, Mr Jan Bennett School of Computing, University of Plymouth, Drake Circus, Plymouth, PL4 8AA The aim of this paper is to examine whether a hard systems ...
Purpose -The purpose of this paper is to provide further insight into operations management of th... more Purpose -The purpose of this paper is to provide further insight into operations management of the Product-Service (P-S) transition, known as servitization, and the resulting Product Service System (PSS) offerings. In exploring the dynamics of product-service transition this paper adopts a Service-Dominant (S-D) logic view of value creation, using it as a lens through which to explore value propositions of the P-S transition and their operations design.
There is a growing interest in the nature and significance of business processes both within the ... more There is a growing interest in the nature and significance of business processes both within the business community and in management research. For many researchers, process has evolved from its re-engineering origins to become a powerful tool for understanding and explaining business activity. Within this new paradigm, effective Business Process Management (BPM) is viewed as a pervasive and profound business challenge.
THE ROLE OF IDEF0IN PROCESS RE-ENGINEERING * Dr Roger Maull,* Dr Stephen Childe,* Mr Adam Weaver ... more THE ROLE OF IDEF0IN PROCESS RE-ENGINEERING * Dr Roger Maull,* Dr Stephen Childe,* Mr Adam Weaver ** Mr Jan Bennett,* Mr Paul Brown,* Mr Jim O'Brien,** Mr Simon High. * School of Computing, University of Plymouth, Plymouth PL4 8AA ** Teaching ...
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Papers by roger maull
contracted on the outcome of the equipment, rather than the provision of equipment. The nature of the contract changes the dynamics of the delivery, bringing complex issues such
as customer behaviours and involvement to the forefront, with both customer and firm focused on value co-creation and co-production, rather than each party’s contractual obligation. We uncover four areas that are crucial in the understanding of value coproduction in service delivery and analysed them through a systems approach combined with the application of the service-dominant logic, both considered as the theoretical underpinnings of service science.